Huobi HTX "VIP Guardian Program" | DAODAO: How to Safeguard User Trust with "Quiet Service"

The "VIP Guardian Plan" is a series of interview columns launched by HTX, focusing on VIP customer service practices. Every Tuesday, it invites frontline VIP account managers from the platform to share real service experiences, market observations, and customer demand insights, conveying a long-term service philosophy and showcasing HTX's professional and stable customer service capabilities.

This issue of the "VIP Guardian Plan" invites DAODAO, the head of the Chinese VIP Community at HTX. If VIP account managers solve "the needs of one customer," then what DAODAO needs to consider is "how a group of high-value customers can obtain more efficient and precise services."

This is also the biggest difference between DAODAO and previous guests.

His KPI is to Make the Group Seem Like There's "Nothing Worth Seeing"

In the crypto industry, what is most abundant is information, and what is most scarce is attention.

Facing a massive amount of market data, market opinions, and industry dynamics, ordinary communities often fall into information overload: a large number of messages come from daily chatter, repeated notifications, and unfiltered market interpretations. For VIP customers with mature investment strategies and judgment systems, what is truly valuable is not more information, but more precise information.

Therefore, the first thing DAODAO does is filter out noise.

"My KPI, to some extent, is to make the group look like there's 'nothing worth seeing,'" DAODAO said with a smile.

Behind this statement lies a service logic completely different from traditional community operations. In DAODAO's view, "reducing invalid information is actually a higher level of service." VIP customers themselves possess strong market cognition and investment judgment capabilities; if the platform continues to push low-value content, it will instead increase the customer's information screening costs.

Therefore, the HTX VIP Community does not pursue high-frequency interaction and superficial liveliness, but carries out services around content that customers truly care about. For example, platform security updates, proof of reserves, market trend analysis, yield opportunities, and important industry changes are all key information directions focused on by the community.

Obviously, this restraint and avoidance of unnecessary disturbances are premised on improving service quality. Essentially, it is a respect for the customer's time value and an important manifestation of professional service.

Takeaway List: What Exactly Is He Filtering for VIP Customers?

Behind this "quiet" community, DAODAO mostly stands from the customer's perspective every day to complete information screening in advance:

The first category is key opportunities in market changes.

The crypto market changes rapidly, with hotspots and market trends switching at any time. DAODAO and his team will combine Research Institute reports, industry trends, and market changes to organize truly reference-worthy information and provide it to VIP customers.

For example, as early as when the crypto market gradually extended its focus to the US stock technology sector, DAODAO shared video clips of Justin Sun's market observations surrounding the storage sector to the VIP community, helping customers understand the connections between AI infrastructure, chip cycles, and the technology industry chain from outside the crypto industry, and grasp the linkage logic between different markets. Some users also completed market judgments and asset allocation adjustments based on this information and achieved better investment returns.

The second category is platform security and capital confidence.

For VIP customers, asset security is always the core focus. DAODAO mentioned that the platform will timely synchronize information such as proof of reserves and third-party data monitoring, allowing customers to understand the platform's operating status and enhance their sense of security at the capital level.

The third category is rapid response in emergency situations.

Low disturbance does not mean low response. On the contrary, when customers truly need help, community services need to intervene quickly. DAODAO stated that facing customer inquiries and market emergencies, the team will use the "15-minute response mechanism" to quickly output effective information, helping customers avoid risks and find direction.

According to him, late one night, a VIP customer triggered a cross-platform risk control mechanism due to complex on-chain interactions, and funds totaling 3.2 million USDT were urgently frozen. After the customer sent a help signal in the group, the "15-minute response mechanism" was activated instantly. Although daily docking is usually the work of dedicated managers, in the face of such sudden crises involving multiple departments and cross-platforms, the central coordination ability behind the community was demonstrated vividly.

DAODAO and the team connected risk control, technology, legal, and external cooperation channels overnight, completing fund flow verification, risk exclusion, and cross-platform communication in a very short time. Before dawn, the 3.2 million U was safely unfrozen.

In his view, this was a standard operation under the "15-minute response mechanism." But looking deeper, this also proves the value of the community person-in-charge: VIP account managers determine the warmth of the service, while the community where DAODAO is located determines the depth and bottom line of the service.

From "Serving Customers" to "Accompanying Customers"

In addition to information services, DAODAO believes that what VIP customers truly need is also a sense of certainty.

This sense of certainty comes from capital security on one hand, and from emotional stability amidst market volatility on the other.

During the investment process, black swan events and severe market volatility may affect customer judgment. Facing changes in customer emotions, DAODAO's team will not simply treat them as ordinary inquiries, but will try to understand the real needs behind the customers and provide support through communication.

In his view, customer relationships are a long-term connection.

In the past few years, the crypto industry has experienced multiple cycle changes, and the relationship between platforms and users is also constantly changing. From trading services to asset management, from information provision to emotional companionship, VIP services are moving from single functions to long-term value.

As the head of the Chinese VIP Community at HTX, DAODAO has witnessed this process.

During his 6 years at HTX, he has accompanied customers through market ups and downs and also accompanied HTX in continuous growth. For the future, his answer is simple:

"We are always here."

Full live broadcast replay: "VIP Guardian Plan --- DAODAO"